Customer Care Executive Contact Center at AIG

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Minimum high school or diploma holder
2 years+ contact centre experience (not mandatory)
Language proficiency in English and Bahasa Malaysia (knowledge of additional language/dialect is an added advantage)
Excellent listening, verbal and written communication skills
Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
Knowledge of customer service practices and principles
Ability to multitask and handle stressful situations appropriately
Ability to adapt in a fast-paced working environment
Ability to think critically and creative problem solver
Team player with positive attitude
Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs

Responsibilities

Provide exceptional service to customers via servicing channels (inbound phone calls, emails, faxes, social media channels)
Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
Drive first contact resolution by focusing on resolving customer’s inquiries during the first interaction
Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities
Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer’s need
Document all customer’s contact and interaction information according to standard operating procedures
Recognize, document and alert the management team of trends in customer’s calls and contacts
Follow up customer calls where necessary to ensure full resolution
Proactively upsell or cross sell products and services by recognizing customer’s needs
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceInbound CallsEmail SupportSocial Media SupportComplaint ResolutionService RecoveryFirst Contact ResolutionProcess ImprovementCustomer RetentionUpsellingCross-sellingDocumentation

Questions & Answers

Common questions about this position

What are the minimum qualifications for this Customer Care Executive role?

Candidates need a minimum high school or diploma, with 2+ years of contact centre experience preferred but not mandatory, and language proficiency in English and Bahasa Malaysia.

What key skills are required for this position?

Required skills include excellent listening, verbal and written communication, proficiency in computer applications, multitasking, handling stress, critical thinking, creative problem-solving, and being a team player with a positive attitude.

Is prior contact center experience mandatory?

No, 2 years+ contact centre experience is preferred but not mandatory.

What are the work hours like for this role?

Candidates must be able to work staggered work hours and lunch breaks whenever necessary according to operational needs.

What makes a strong candidate for this Customer Care Executive position?

Strong candidates demonstrate excellent communication skills, the ability to multitask in a fast-paced environment, creative problem-solving, a positive team player attitude, and flexibility with staggered hours; knowledge of additional languages is an added advantage.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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